Senior Training & Development Specialist (CX Associate) - Merchants SA
(2023-09)
- Facilitate product, process, and systems training aligned with client and business requirements.
- Identify training gaps and implement targeted development interventions focused on soft skills, sales, compliance, and operational excellence.
- Contribute to the development and execution of training strategies and employee development plans.
- Design and implement learning solutions using classroom, virtual, simulated, mentoring, and on-the-job training methodologies.
- Coach and mentor employees to improve performance and close identified skill gaps.
- Create and maintain a supportive and engaging adult learning environment.
- Develop assessments to measure knowledge retention and training effectiveness.
- Track and report learner performance during On-the-Job Training (OJT).
- Compile and deliver daily campaign training reports and operational handover reports.
- Conduct team briefs in collaboration with Workforce Management to ensure effective communication and alignment.
- Facilitate discussions and encourage participation to enhance learning outcomes.
Xfinity Customer Service Consultant - Merchants SA
(2022-12 - 2023-08)
- Delivered the Xfinity customer experience through personalized product recommendations and tailored solutions.
- Promoted and sold products and services aligned with customer needs.
- Built strong customer relationships while consistently demonstrating S4X service behaviours.
- Maintained expert knowledge of telecommunications products, services, and emerging technologies.
- Consistently achieved high customer satisfaction and performance metrics.
- Achieved the highest Net Promoter Score (NPS) within the 3P Comcast campaign.
Case Management Solutions Quality Reviewer - MSA Outsourcing Solutions Pty Ltd
(2021-11 - 2022-11)
- Audited and finalized healthcare claims to ensure compliance with regulatory standards and internal procedures.
- Conducted detailed quality reviews and adjudicated claims in accordance with standard operating procedures.
- Served as a Subject Matter Expert (SME) and supported operational teams with quality-related guidance.
- Led root cause analysis initiatives and process improvement projects.
- Conducted mid-process inspections to ensure quality standards were maintained.
- Trained and mentored new Quality Assurance team members on auditing and inspection processes.
Lifescan Customer Service Consultant & 2IC - MSA Outsourcing Solutions Pty Ltd
(2020-12 - 2021-11)
- Managed customer inquiries related to laboratory testing services.
- Coordinated phlebotomy scheduling, draw orders, courier collections, and urgent requests.
- Maintained strict confidentiality and compliance with healthcare standards.
- Supported daily operational planning and scheduling as Second-in-Charge (2IC).
- Collaborated directly with client stakeholders to complete project deliverables efficiently.
Omni-Channel Consultant (Customer Care) - MultiChoice Group
(2019-01 - 2019-08)
- Delivered seamless customer experiences across voice and digital service channels.
- Managed customer retention activities and cancellation recovery processes.
- Identified opportunities for cross-selling and up-selling DStv products and services.
- Resolved customer complaints through effective service recovery strategies.
Proof of Concept (POC) Consultant - MultiChoice Group
(2017-01 - 2018-12)
- Performed functional and integration testing on new business processes and system enhancements.
- Conducted quality assurance testing throughout development and production stages.
- Simulated customer journeys and documented testing outcomes and defects.
- Coordinated retesting activities and collaborated with business and technical teams.
- Provided operational recommendations to improve processes and customer experiences.
Customer Service Consultant - MultiChoice Group
(2014-02 - 2016-12)
- Assisted customers with technical decoder and service-related issues.
- Managed customer accounts, billing adjustments, and service requests.
- Promoted value-added products including Showmax and DStv services.
- Delivered exceptional customer service while maintaining high productivity and quality standards.
